Service Delivery Manager - Major Incident

Service Delivery Manager - Major Incident

We are seeking a proactive and experienced Major Incident Manager to lead our Major Incident Management process within NEC. This hybrid role offers the flexibility to work from either our Hartlepool or Chippenham office. This individual will play a key role in the delivery of exceptional IT services at NEC.

Key Responsibilities

• Process Ownership: Lead and continuously improve the end-to-end Major Incident Management process, ensuring alignment with NEC's IT strategy.
• Team Leadership: Manage, coach, and develop a geographically dispersed team, fostering collaboration and high performance.
• Performance Management: Monitor team and process performance using KPIs and CSFs, ensuring business needs are met.
• Resource Allocation: Assign tasks and manage workloads within the team to maintain optimal service levels.
• Stakeholder Engagement: Support bid responses, develop service offerings, and build strong relationships with internal and external stakeholders, including technical resolver teams.
• Compliance & Documentation: Maintain compliance with industry standards (especially ISO 20000), prepare for audits, and ensure all documentation is accurate and up to date.
• Service Improvement: Drive continual service improvement initiatives, staying aware of business priorities and objectives.
• Collaboration: Work closely with other process managers to deliver a fully ITIL-aligned service.
• Reporting: Provide timely and accurate Major Incident reports as required by contracts.
• Escalation Management: Own and manage the escalation process, ensuring swift and effective resolution.
• On-Call Support: Participate in the on-call rota as required.

Essential:

• Proven experience in Service Management, with a focus on Major Incident Management.
• Strong leadership and team development skills.
• Excellent stakeholder and resource management abilities.
• Outstanding customer service orientation and problem-solving skills.
• Effective verbal and written communication, with the ability to influence at all levels.
• Working knowledge of ISO 20000 and ITIL Major Incident Management.
• Familiarity with infrastructure and application technologies.
• Ability to remain calm and focused under pressure.
• Experience with service management best practices and industry standards.

Qualifications:

• ITIL v4 Foundation (required)
• Eligible for NPPVL3 + SC clearance

Other Information:

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We'd love your help. And we'll support you all the way.